Customer expectations are high for car servicing – JD Power Survey

JD Power study released on Monday, points out that customer expectations are high and they want quick turnaround time for car servicing.

The administrative processing and booking of appointments at car service station are some of factors affects the survey for customer satisfaction. The Customer Satisfaction Index Study is based on evaluation of 6821 car owners. The study was fielded from May to August 2011 and includes customers who purchased their vehicles between May 2009 and August 2010.

J.D. Power and Associates has been conducting customer satisfaction research based on survey responses from consumers worldwide. J.D. Power is translating survey responses from consumers and businesses into studie. Their reports are used to improve businesses worldwide.

The study measures satisfaction among car owners who visited their authorised dealership service centres for maintenance or car repair during the first 12 to 24 months of ownership. The study measures overall satisfaction by examining five factors (listed in order of importance): service quality, vehicle pick up, service advisor, service facility and service initiation. Overall customer satisfaction is measured on a 1,000-point scale, with a higher score indicating higher satisfaction. (India Today)

Maruti Suzuki India has topped again in customer satisfaction with dealer service for a 12th consecutive year, with a score of 879 points. Maruti has a large network of Maruti Authorized Service Station.

According to reports, 94% customers who are highly satisfied from authorized service station say they will definitely revisit their service dealer for post-warranty service, but according to Muti-brand car workshop chains (source HT) 60% car owners change their decision after post-warranty and visit other car workshops. The major reason is high labour cost post warranty.

Source:
http://articles.economictimes.indiatimes.com
http://indiatoday.intoday.in